AI-Powered IT Service Management (ITSM) Analytics Platform
Global enterprise unified ITSM operations with Microsoft Fabric and AI, reducing incident resolution time by 79% and achieving 99.2% SLA compliance.
Business Process Challenges
- Managed thousands of IT incidents, service requests, and operational events daily across multiple business units and regions.
- ITSM, monitoring, cloud, and business data were distributed across disconnected systems, making unified service visibility difficult.
- Teams relied on manual reporting, disconnected dashboards, and delayed data synchronization.
- Incident investigation and identification of recurring issues were slow and inefficient.
- Limited visibility into SLA compliance, resource utilization, and operational trends affected decision-making.
- The existing reporting infrastructure could not support growing enterprise-scale analytics requirements.
- The client needed a modern platform to consolidate data, deliver AI-powered insights, automate reporting, and enable faster data-driven decisions.
Our Strategic Approach
- Designed and implemented a modern ITSM analytics platform using Microsoft Fabric as the centralized data foundation.
- Integrated data from multiple enterprise systems into a unified analytics environment and established a single source of truth.
- Built automated data pipelines to streamline data ingestion, transformation, and synchronization.
- Leveraged Power BI to deliver interactive dashboards for incident trends, service performance, SLA compliance, and operational health.
- Applied AI-driven analytics to identify recurring incident patterns and predict potential service disruptions.
- Automated reporting processes to reduce manual effort and improve reporting efficiency.
- Enabled support teams and business leaders to access real-time operational insights from a single platform.
- Designed a scalable architecture to support future business growth while maintaining security, governance, and high-performance analytics.
Our Engineering & Delivery Process
Our structured project delivery approach takes you from discovery and planning to development, testing, and deployment, ensuring quality, transparency, and predictable outcomes at every stage.
Discovery & Architecture
Deep-dive technical audit of existing systems, security baselines, API mapping, and comprehensive cloud target blueprinting.
UX & System Prototyping
Role-based user journeys, wireframing, high-fidelity clickable Figma prototypes, and API contract specifications prior to build.
Agile Sprint Engineering
Modular development sprints delivering clean, shippable code with automated CI/CD pipelines and continuous testing.
QA & Security Hardening
End-to-end regression suites, cross-device verification, load stress audits, and penetration testing for enterprise resilience.
Production Launch & Scale
Zero-downtime blue-green production deployment, real-time telemetry, administrator training runbooks, and ongoing SLA support.
Explore the Solution Through visuals
What changed for the client.
- Reduced incident resolution time by 79%, enabling faster response to operational issues.
- Improved SLA compliance to 99.2% through better service performance visibility.
- Reduced manual reporting efforts by more than 85% through automated analytics and reporting.
- Centralized fragmented data sources into a unified analytics platform.
- Improved operational visibility and enabled faster, data-driven decision-making.
- Used AI-driven insights to identify recurring issues earlier and support proactive remediation.
- Established a scalable Microsoft Fabric-based analytics foundation for continuous optimization and future AI initiatives.
- Enabled consistent, data-driven operations across the client’s global IT organization.
The numbers behind the rollout.
The full integration layer.
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What we offer
Offices
Bengaluru
11th Floor, Prestige Tech Park, Platina 2 · Outer Ring Rd, Kadubeesanahalli · Bengaluru, Karnataka 560087, India
Cuttack
PLOT B6-1628, SECTOR-10, CDA · Cuttack, Odisha 753014 · India
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San Francisco, CA 94108 · United States
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